Significantly revised, restructured, and updated to reflect the challenges facing service managers in the 21st century, this book combines conceptual rigor with real world examples and practical applications. Exploring both concepts and techniques of marketing for an exceptionally broad range of service categories and industries, the&Sixth Edition reinforces practical management applications through numerous boxed examples, eight up-to-date readings from leading thinkers in the field, and 15 recent cases. For professionals with a career in marketing, service-oriented industries, corporate communication, advertising, and/or public relations.

Strategic Marketing Management for the Pacific Region by Cravens, Merrilees and Walker, is the first Australasian adaptation of the highly successful US Strategic Marketing text by acclaimed author David Cravens. The adaptation of Cravens will not only develop information already employed by the US version of the text, but will offer many unique features developed specifically for the Australian, New Zealand and South East Asian local markets. The adaptation by Merrilees and Walker will give students and lecturers a more comprehensive strategic approach to marketing management in the Pacific region. Using localised case material and research data, along with a redevelopment of the Cravens frame, the first Pacific Region edition will redefine a comprehensive notion of strategy for our market.

The moment of truth—that instant when consumers experience and judge service quality—is often a deciding factor in business success. Designing Service Excellence: People and Technology provides practical information on the design, management, and organization of many different types of service industries, such as hotels, restaurants, banks and financial institutions, retail, and the public sector. The authors investigate the consumers’ experience and judgment on service quality, which ultimately determines the success or failure of the service. They then consider people, usability, and technology in the automation of high-quality service. This research-driven book identifies service—...

This book analyzes environmental supply chain management theory and practice, with contributions by a international experts. Coverage includes concepts and principles of green supply chain management; studies of practices and concerns in industries worldwide; tools for environmental supply chain design and development; and case studies of green supply chain practices. Professionals, policy makers, researchers and students will value this book for the insights it provides into a topic of growing concern.

Stefanie Paluch employs multiple qualitative methods to explore the perception of remote services and its impact on customer-provider relationships in USA, Germany and Sweden. She develops a comprehensive model about customers’ holistic remote service experience and derives theoretical propositions that reflect main influence factors.

This engaging book fills a substantial gap in the understanding of Caribbean enterprises, focusing upon FOBs (family-owned businesses) about which, despite accounting for 70% of private sector employment in the region, very little is known. Concentrating on MSMEs which represent the majority of FOBs in the English-speaking Caribbean, the authors compare and contrast their experiences to those in developed countries, focusing in particular on areas such as family business succession, business financing and marketing. Understanding the Caribbean Enterprise provides context-specific lessons from a historical perspective of business and entrepreneurship, which in turn provide an understanding of the current issues facing MSMEs and FOBs in the English-speaking Caribbean.

This volume includes the full proceedings from the 1997 Academy of Marketing Science (AMS) Annual Conference held in Coral Gables, Florida. The research and presentations offered in this volume cover many aspects of marketing science including marketing strategy, consumer behaviour, global marketing, advertising, branding, marketing education, among others. Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. Volumes deliver cutting-edge research and insights, complimenting the Academy’s flagship journals, the Journal of the Academy of Marketing Science (JAMS) and AMS Review. Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science.

Services Marketing is well known for its authoritative presentation and strong instructor support. The new 6th edition continues to deliver on this promise. Contemporary Services Marketing concepts and techniques are presented in an Australian and Asia-Pacific context. In this edition, the very latest ideas in the subject are brought to life with new and updated case studies covering the competitive world of services marketing. New design features and a greater focus on Learning Objectives in each chapter make this an even better guide to Services Marketing for students. The strategic marketing framework gives instructors maximum flexibility in teaching. Suits undergraduate and graduate-level courses in Services Marketing.

This volume includes the full proceedings from the 1999 World Marketing Congress held in Qawra, Malta with the theme Global Perspectives in Marketing for the 21st Century. The focus of the conference and the enclosed papers is on marketing thought and practices from a global perspective. This volume resents papers on various topics including marketing management, marketing strategy, and consumer behavior. Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research and practice. Among its services to members and the community at large, the Academy offers confe...